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Who can use Pawlyclinic?
I’m not in Singapore. Can I still use Pawlyclinic?
How do I create an account?
I did not receive an OTP while signing up. What do I do?
How can I access my pets’ medical documents on the platform?
What kind of device do I need to use Pawlyclinic?
Who can I contact if I am unsatisfied with my experience, service or purchase?

Who can use Pawlyclinic?

Anyone interested in their pet’s health and wellness can use Pawlyclinic; and any pet with non-urgent conditions is suitable. Pet parents below 18 years old should be accompanied by a parent during the video consultation.

I’m not in Singapore. Can I still use Pawlyclinic?

Yes, the Singapore-based vets on Pawlyclinic can still provide teleadvice and teletriage effectively. This is especially useful when it is difficult for you to visit a clinic physically.

How do I create an account?

Simply go to www.pawlyclinic.com and sign up in 2 easy steps.
Step 1: fill in your name and basic contact details
Step 2: fill in your pet’s name and other basic information – sex, species, age, etc. You can add multiple pets if you are a parent to more than one pet!
Post sign-up, you can click on your profile photo on the top right of the page and go to your “Profile”. Next, add and/or edit your own or your pet’s details as needed. Most importantly, don’t forget to complete all your pet details as well as update your address on record as this is where we will be delivering any medicine purchase post teleconsultation.
Once you have made any updates, click the "Save" button and your details will be updated.
Creating an account is free - you will only be charged when you consult a vet or make a purchase on our platform.

I did not receive an OTP while signing up. What do I do?

Please check your Spam folder as the email may have gone to spam. If you still do not see your OTP email, you can request for another one once the OTP timer finishes counting down.

How can I access my pets’ medical documents on the platform?

To access your pet’s medical history and documents, click on “My Appointments” on the Home dashboard – you will be directed to a page displaying all your upcoming, past and cancelled appointments on the platform. Click on the “Past” tab and then “View Details” of each of your pet’s prior appointments for the summary consultation report, medical prescription and other details.

If you're using Pawlyclinic from a desktop, simply click on "History" under "My Appointments" on the Home dashboard.

What kind of device do I need to use Pawlyclinic?

You simply need a desktop, laptop, tablet or smartphone that is connected to the internet. We recommend using Wi-Fi if possible.

Who can I contact if I am unsatisfied with my experience, service or purchase?

If you are unhappy with your experience or if you have any other questions or concerns, please do not hesitate to contact our Customer Support team at +65 80289932 or support@pawlyclinic.com. We would like to hear your feedback and assist you in any way we can.

How do I book a teleconsultation?
How much does a teleconsultation cost?
Are there vets available now?
Can I choose a vet?
Who are the vets on Pawlyclinic?
Can the vets or vet clinics on Pawlyclinic treat my pet species?
How does a video consultation work?
Is telemedicine suitable for my pet’s health situation?
What do I need to prepare before the start of the video consultation?
How can the vet diagnose my pet’s medical condition through a video consultation?
What happens if the vet determines that my pet’s condition is unsuitable?
How do I cancel a scheduled appointment?
Can I reschedule my appointment?
The vet has cancelled my appointment! What should I do?
What should I do if the vet does not show up for our scheduled appointment?
What should I do if requested for an instant video consultation, but no vets are available?
How do I pay for the video consultation service?

How do I book a teleconsultation?

Please sign up on our pet parent portal or log in at: https://www.owner.pawlyclinic.com/signup

Thereafter, you can search for the right vet or vet clinic by availability, experience and special interest area. Then, simply choose a time slot and pay online to confirm your appointment!

How much does a teleconsultation cost?

The vets and vet clinics on our platform set their own consultation fee; and it starts from $35 per consultation per pet. When you log into the pet parent portal, you will see the list of vets and vet clinics as well as their respective rates. You can also filter the list of vets and vet clinics by their consultation fee to narrow down to just those who fall within your budget.

Are there vets available now?

The vets and vet clinics on our platform set their own availability for teleconsultations. When you log into the pet parent portal, you will see our list of vets and vet clinics. Simply click on “Schedule” for any one of them and you will see all the time slots at which the vet or vet clinic is available to take your appointment. 

You can even filter the list of vets by their availability - today, tomorrow or in the next 48 hours! Kindly note that it is set to the next 48 hours by default.

Can I choose a vet?

Yes, upon logging into the owner portal, you will see a page displaying all the vets and vet clinics on our platform. There is also a search bar available if you know the vet’s name or clinic name. You can also filter by various other attributes to narrow your search to the most relevant vet(s). Consultation fee will be charged at the rate set by the vet.
However, if you select “Instant Care” instead, we will assign you the next available vet who is able to treat your pet. If the assigned vet rejects or does not accept the Instant Care request within five minutes, we will make up to 2 more attempts at re-assigning another vet. Consultation fee for Instant Care will be charged at a flat fee of $40.

Who are the vets on Pawlyclinic?

All our vets must have a valid veterinary license from The Animal & Veterinary Service (AVS) and extensive hands-on, in-clinic experience. In order to practice on Pawlyclinic, vets undergo a review process to ensure that they are qualified to deliver the best care to pets via our platform.

Can the vets or vet clinics on Pawlyclinic treat my pet species?

You will see the list of pet species treated by each vet or vet clinic on our platform when you sign up and log into the pet parent portal. You can even filter the list of vets by pet species to narrow down to just those who are able to treat your pet.

How does a teleconsulation work?

When you schedule an appointment or request for Instant Care, we will request for a brief description of your pet’s symptoms, any existing medical report, X-rays, prescriptions or other documents and images related to your pet’s medical condition as well as your payment details.

Please remember to update your address as well as your pet details (in particular, its weight) before booking an appointment.
Once an appointment is booked, it will show up under upcoming appointments on the My Appointments page. At the date and time of the appointment, simply join the video consultation by clicking “Join Now”!

During the teleconsultation, the vet will assess your pet and choose to:Provide advice and triage/diagnose your pet’s condition;
- Prescribe medications/treatment
- Recommend and order lab tests; and/or
- Recommend referral to a clinic.

Is telemedicine suitable for my pet’s health situation?

You can find the list of health concerns and other situations which are good candidates for telemedicine when you scroll down this page: https://www.pawlyclinic.com/our-services

Please note that telemedicine is unsuitable for emergency situations such as loss of consciousness, large bleeding wounds, breathing difficulties, motor accident involvement, fall from height, etc. If it is an emergency, please take your pet to see a vet in-person right away.

What do I need to prepare before the start of the video consultation?

While not mandatory, it is advisable to prepare the following items for the consultation:
- Existing medical report(s) (if not already uploaded during scheduling of the appointment)
- Weighing scale (if available)

How can the vet diagnose my pet’s medical condition through a video consultation?

An experienced and qualified vet can still diagnose common non-urgent illnesses during a video consultation. They typically do so by assessing your pet’s medical history, current symptoms and by talking with you.
If the vet feels that your pet’s condition requires further investigation, he or she will advise you to bring your pet to a clinic or hospital for a physical consultation.
Our platform does not cater to emergency conditions; such cases require urgent medical attention at the nearest veterinary hospital or clinic. Our vets are trained to identify urgent cases which are not suitable for video consultations. They will review each case to assess whether it is suitable to carry out the consultation.

What happens if the vet determines that my pet’s condition is unsuitable?

Pawlyclinic has a network of established affiliate and partner vet practices to deliver comprehensive in-clinic care to pets.Hence, if your pet’s condition is not suitable for a teleconsultation, you can simply bring your pet to our affiliate or partner clinic for an in-clinic consultation and have the teleconsultation fee offset against the total in-clinic bill if you do so within 48 hours. Please note that after-hours surcharge for the teleconsultation, if any, would not be offset against the total in-clinic bill.Your attending vet will advise you accordingly during the teleconsultation.

How do I cancel a scheduled appointment?

You may cancel your scheduled appointment by following these steps: Go to "My Appointments" tab, and under upcoming appointments, click "Cancel" on the top right of the appointment which you would like to cancel.
You will receive a full refund of your consultation fee in 7 business days; and there is no penalty for any cancellation!
However, if you did not cancel your appointment ahead of time and did not show up for the appointment, we will not refund the teleconsultation fee.

Can I reschedule my appointment?

You may reschedule your teleconsultation appointment by cancelling the current one and then rebooking it at your new preferred time. You will not be charged for the cancelled appointment if you cancel it ahead of time.

The vet has cancelled my appointment! What should I do?

We regret that the vet has cancelled your appointment - this usually happens when they have an unexpected scheduling conflict arising from their in-clinic duties. Please be assured that you will not be charged for the cancelled appointment - the refund will be processed within 7 business days. 

We hope that we have not lost the chance to serve you and would like to encourage you to rebook an appointment with one of the other vets or vet clinics for the same timing or with the same vet or vet clinic at a later time.

What should I do if the vet does not show up for our scheduled appointment?

Sometimes vets may have back-to-back appointments and therefore, run late. However, if the vet still does not show up after 10 minutes of waiting, please contact our Customer Support team at +65 80289932 or support@pawlyclinic.com and we will assist you. We apologise in advance if this happens.

What should I do if requested for an instant video consultation, but no vets are available?

If there are no vets available at that time, you can choose to book an appointment instead. If you need further assistance, please do not hesitate to contact our Customer Support team at +65 80289932 or support@pawlyclinic.com.

How do I pay for the video consultation service?

You can pay online on our platform via all major credit cards, including VISA and MasterCard.

Can the vets on Pawlyclinic prescribe medication?
How do I purchase my medication after the consultation?
What do I do if clicking on the payment link doesn’t work?
When should I expect my medications to be delivered?
What happens if I am not there physically to collect the medications?
What happens if I need to change my medication delivery address after I have confirmed it?
What happens if the vet requests lab tests for my pet?

Can the vets on Pawlyclinic prescribe medication?

Our vets can prescribe a wide range of medications. We also offer medication delivery right to your doorstep, within a few hours from purchase. Please note that the address provided in your Profile on the platform is the address where we will deliver the medications to.

How do I purchase my medication after the consultation?

After the consultation, you will receive an email and WhatsApp message with the post consultation details for your prescription. Simply review your prescription and make a payment in the link provided.

You will also be able to view and purchase the prescription once ready under Recent Appointment on the Home dashboard.

What do I do if clicking on the payment link doesn’t work?

There may be certain devices where the payment link fails to work as intended. If this happens, simply log into the pet parent portal and purchase the prescription under Recent Appointment on the Home dashboard. 

When should I expect my medications to be delivered?

Our delivery schedule is as follows:

Monday - Saturday
If payment is completed between:
Delivery time:
10:00am to 1:00pm
2:30pm - 5:30pm
1:00pm to 4:00pm
5:30pm - 8:30pm
4:00pm to 7:00pm
8:30pm to 10:30pm
7:00pm to 10:00am (following day)
11:30am - 2:30pm

Sunday

If payment is completed between:
Delivery time:
10:00am to 1:00pm
2:30pm - 5:30pm
1:00pm to 4:00pm
5:30pm - 8:30pm
4:00pm to 10:00am (following day)
11:30am to 2:30pm

Deliveries on public holidays and after 3:30pm on eve of public holidays will be made during the first delivery slot on the following business day.

What happens if I am not there physically to collect the medications?

Please ensure you are at home and have your appointment ID# with you when the courier arrives. Otherwise, please make sure someone is at home to collect on your behalf.
For prescribed medication purchases, the courier will have to hand over the medication to the person with the appointment ID#. If there is (1) failed authentication, (2) no person(s) collecting, (3) change in delivery address after medications have been collected by courier, the prescribed medication will be sent back to the clinic of origin. A re-delivery can be arranged at a cost of $20 - please contact our Customer Support team at +65 80289932 or support@pawlyclinic.com to arrange for a re-delivery.

What happens if I need to change my medication delivery address after I have confirmed it?

Please contact our Customer Support team at +65 80289932 as soon as possible if you need to change your delivery address, and we will assist you further.
If there is a change in delivery address after medications have been collected by courier, the prescribed medication will be sent back to the clinic of origin. A re-delivery can be arranged at a cost of $20.

What happens if the vet requests lab tests for my pet?

The vet will select a partner clinic to send your pet for the lab tests in consultation with you during the teleconsultation, should he or she request them. After the consultation, like the purchase of medications, simply make a payment via the link in the Post Consultation Email and the selected clinic will contact you directly to schedule the tests.
At the time of your appointment, simply show up with your pet for the tests and wait at the clinic for the results.
Once the test results are ready, the attending vet at the clinic will interpret them with you and advise you on next steps accordingly.
Please note that if any further consultation, treatment and/or medication is required, you will be charged separately by the clinic. Should sedation and/or any other course of action be required in order to perform the lab tests on your pet safely, you will also be charged separately by the clinic.

How do I obtain a long-term prescription on Pawlyclinic?
How long is my prescription valid for? How many times can I refill the prescription?
How can I check whether Pawlyclinic offers the Rx product that I need?
When will my prescription be delivered each time I refill it? 

How do I obtain a long-term prescription on Pawlyclinic?

Step 1: Book a teleconsultation and let us know you would like to obtain a long-term prescription when providing your pet’s symptoms. Upload and provide your pet's existing prescription(s) and if available, medical history.You can obtain a long-term prescription for prescription diets, medications, supplements, preventatives or any other Rx products that you need for your furkid.

Step 2: The vet will review the case during the teleconsultation and provide a long-term digital prescription on Pawlyclinic.

Step 3: You will be notified once the prescription is ready, and be directed to make a purchase. Add the products to your basket and pay seamlessly on the app. You can choose to purchase your entire prescription balance or just buy what you need now and return later on to refill the prescription.

Your prescription can be refilled anytime on the app so long as it is valid. You’ll find all your active prescriptions under Prescription(s) Refill on the Home page of the app.

How long is my prescription valid for? How many times can I refill the prescription?

The attending vet can issue a prescription that is valid for up to 12 months from the date of issue and will indicate how many refills are allowed on each prescription.
 
The prescription is therefore valid for up to 12 months or till all the refills have been purchased, whichever is earlier.

How can I check whether Pawlyclinic offers the Rx product that I need?

We offer a wide range of Rx products such as prescription diets, medications, supplements, preventatives, etc. Even if we do not sell the particular product or brand that you have in mind, you can be sure that we carry other alternatives. All of our products are specially curated by our Chief Veterinary Officer.

If you would like to confirm if we carry a particular product, simply email us at support@pawlyclinic.com or message us on WhatsApp at +65 80289932.

When will my prescription be delivered each time I refill it? 

Our delivery schedule is as follows:

Monday - Saturday
If payment is completed between:
Delivery time:
10:00am to 1:00pm
2:30pm - 5:30pm
1:00pm to 4:00pm
5:30pm - 8:30pm
4:00pm to 7:00pm
8:30pm to 10:30pm
7:00pm to 10:00am (following day)
11:30am - 2:30pm

Sunday

If payment is completed between:
Delivery time:
10:00am to 1:00pm
2:30pm - 5:30pm
1:00pm to 4:00pm
5:30pm - 8:30pm
4:00pm to 10:00am (following day)
11:30am to 2:30pm

Deliveries on public holidays and after 3:30pm on eve of public holidays will be made during the first delivery slot on the following business day.

How does the physical appointment booking work?
What do I do if the vet clinic rejects my appointment request or cancels my appointment?
How do the fees work?
Can I cancel an appointment?
Can I reschedule an appointment?
Will I get a medical report for the physical consultation?

How does the physical appointment booking work?

When you schedule an appointment with a clinic, we will request for your preferred time of the day - morning, afternoon, evening or night. Shortly after the appointment request has been submitted following successful payment, you will be informed of the specific appointment time (which will be during your preferred time of the day) via email and WhatsApp.
Simply show up at the clinic at the time of your appointment and avoid unnecessary waiting time!

What DO I DO IF THE VET CLINIC REJECTS MY APPOINTMENT REQUEST OR CANCELS MY APPOINTMENT?

We regret that the vet has rejected your request or cancelled your appointment - this usually happens when the clinic's schedule is full at your preferred time of the day or they have an unexpected scheduling conflict arising from their in-clinic duties.

Please be assured that you will not be charged for the cancelled appointment - the refund will be processed within 7 business days.

We hope that we have not lost the chance to serve you and would like to encourage you to rebook an appointment with one of the other vet clinics for the same timing or with the same clinic at a later time.

How do the fees work?

At booking of the appointment, you will be charged for only the regular consultation fee set by the clinic on our platform. Depending on the confirmed time of the appointment, additional peak-hour and/or other surcharges for the consultation may be applied separately in-clinic by the clinic.
Charges for any treatment and/or medication prescribed during or following the physical consultation will also be charged separately by the clinic.

Can I cancel an appointment?

You may cancel your scheduled appointment by following these steps: Go to the "My Appointments" tab, and under upcoming appointments, click "Cancel" on the top right of the appointment which you would like to cancel.
You will receive a full refund of your consultation fee in 7 business days; and there is no penalty for any cancellation!

Can I reschedule an appointment?

For any rescheduling of your physical consultation appointment, please contact the clinic directly to do so. 

Our platform currently does not allow for an in-app update of any offline rescheduling. Hence, once you confirm a different timing with the clinic, please proceed for your physical visit at the rescheduled time.

Will I get a medical report for the physical consultation?

Similar to teleconsultations, you will find the consultation report for each physical visit booked on Pawlyclinic in the “Past” tab under “My Appointments” when you click “View Details”.

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